Why does my Ecwid online store keep messing up?!

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Hi,

I've had the Ecwid online store for a few months, most of the time it works ok, I did post a problem a while ago because I was having difficulty adding specific categories to a webpage while not showing the others but I gave up on that in the end because the hidden ones just kept showing up where they weren't meant to.

Since then, I've had a slow but steady stream of e-mails, around 2 or 3 a week, from lots of different potential customers explaining that they have been trying to order but the payment page either crashes, keeps reloading, or shows a random jumble of numbers and letters.

Since most orders have been going through fine, I've usually put it down to the customers' own internet connection or credit card having some problem, however I do feel now that the amount of similar complaints I receive about the site not working at payment means there simply must be something wrong with it, I've had another 2 e-mails today from potential new customers, one of which said she has been trying to order for a couple of days, the other one said the jumbled letters were the only thing that would show at checkout. I'm frustrated that I missed these two orders today and must be missing a few every week as I'm sure some of them would give up instead of e-mailing and I seriously get them every week!

Sarah
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Sarah W

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  • confused

Posted 5 years ago

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Laura Thomas, Social Media Coordinator

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Hi Sarah,

I am so sorry to hear about the problems you are experiencing with your online store. Missing 2-3 orders a week is not acceptable and we will absolutely work with you to find out the problem.

I started by visiting your store myself. I was able to add all of your products to my cart and got all the way through the checkout process without any errors. I even closed out of the PayPal screen and returned to my cart and everything was still there waiting for me.

I am wondering if you are in a position to ask any of the customers who have been so kind as to report the problems they have experienced, if they would be willing to work with us further by sending the exact error messaging or code strand they are seeing, or even better, provide a screenshot of the error. Based on my testing and the fact that you are still receiving some orders, it seems like the problem is intermittent or possibly even specific to them, so any additional information we can gather would be helpful.

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Sarah W

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Hi, this is on the www.tooperfect.co.uk site which doesn't have the ecwid store it just has PayPal widgets, the ecwid store is on www.nanorings.co.uk

Today neither of my websites will even open on any device I've tried 2 computers, a phone and an iPad!

:(
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Stefan, Official Rep

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Hello Sarah

As Boomer mentioned, we had to undergo an outage today. However, the underlying problem has been fixed, and your websites should be up and running again. When I test them, they are.

Please let us know if you experience any further issues with your Yola website.
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Boomer, Champion

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Hi Sarah, this could be due to what Monique posted on one of the other threads...

"Yola is currently experiencing connectivity issues with one of their upstream providers while they undergo necessary maintenance. This is location specific and you may experience some intermittent accessibility issues with your site."
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Sarah W

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Hi, Yes I'm still receiving messages from people unable to order from my ecwid online store at www.nanorings.co.uk
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Laura Thomas, Social Media Coordinator

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Hi Sarah,

I just want to confirm my understanding that you were experiencing two unrelated issues. The first was the intermittent failing of your online store. The second was your published website being inaccessible from certain locations. I can confirm the latter problem is resolved. As for your online store, I was finally able to replicate the error and I believe I can help you to solve it!

Below is a screenshot of the error your visitors are seeing:


I didn't replicate it originally because I was testing with my PayPal account and this problem is related to Sage, your credit card payment processor. That's also why some of your orders were able to come through without a problem. So long as your customers select PayPal they are not receiving an error.

I have disabled your credit card payment method in your Online Store so your customers will no longer see the error message posted above. You will need to reach out to Sage and confirm your account details (Vendor Name and Encryption Password) with them. Once you have those confirmed, enter them into your account details, and re-enable your credit card option. We can then test again to ensure all is functioning properly!
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Sarah W

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Thanks so much, ok one last question, where would I find my encryption password?
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Laura Thomas, Social Media Coordinator

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Hi Sarah,

Sage would send that information to you via email after your payment was processed. If you have misplaced that email, please contact Sage and ask them to resend it.